At UK HealthCare, the standard for cleanliness isn’t just about appearances-it’s a direct reflection of the quality of care. Every floor in Chandler and Kentucky Children’s Hospital features its own lobby, making restrooms and public spaces not just functional areas, but critical first impressions for patients, families, and visitors.
Recognizing that these spaces send a strong message about care standards, UK HealthCare’s Environmental Services (EVS) team, managed by Crothall, knew their traditional approach to restroom monitoring wasn’t keeping pace. Spot-checks and paper logs required managers to manually inspect restrooms up to six times per day, which was time-consuming, reactive, and unsustainable-especially in high-traffic zones like the ground-floor teaching hospital.
To meet modern expectations and support their high standards, they needed a smarter, scalable solution. That’s where FeedbackNow came in.
A Real-Time Shift Toward Better Service
In partnership with Crothall, the EVS team deployed over 50 FeedbackNow devices across lobbies, restrooms, and key public spaces. These intuitive, touchless devices made it simple for visitors to instantly share satisfaction with just a tap-no instruction required. Real-time data began streaming to EVS leaders immediately.
That data didn’t just sit in spreadsheets. It was integrated into the hospital’s real-time command center, where FeedbackNow dashboards span an entire wall of screens. From this central hub, supervisors monitor satisfaction scores and alerts as they happen, enabling the team to address issues the moment they arise. The result? A far more proactive, efficient, and visible model of service delivery.
Outcomes That Matter
The impact was immediate and measurable. In just 13 weeks, restroom satisfaction scores jumped from 66.6% to 82%-a 15.4-point improvement. Real-time feedback enabled the team to adjust staffing levels, shift schedules, and validate new investments. For instance, one data-driven innovation was the introduction of a dedicated “scrub tech” to deep-clean tiles and walls. With instant feedback tied to specific roles and interventions, the team could confirm which changes were truly making a difference.
FeedbackNow also helped the EVS team build a stronger business case for staffing in high-use restrooms. Instead of relying on estimates, they had hard data showing traffic patterns and visitor satisfaction, allowing for smarter resource allocation and better justification of full-time equivalents (FTEs).
Today, these insights are fully integrated into UK HealthCare’s quarterly business reviews, client reporting, and broader patient experience initiatives. The system’s visibility-through command center dashboards and internal reporting-has elevated cleaning performance from a behind-the-scenes task to a strategic contributor to patient perception and hospital reputation.
Sustaining a Standard of Excellence
UK HealthCare’s commitment to continuous improvement is reflected in their accolades: as of 2024, Albert B. Chandler Hospital has been ranked the #1 hospital in Kentucky for nine consecutive years. The EVS team’s use of FeedbackNow is an important part of that success, helping turn real-time restroom feedback into operational excellence and patient confidence.
FeedbackNow: Real Feedback. Real Insights. Real Results.
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
